In The Field
July 17, 2021

In 1987, I sent a letter thanking @southwestair for an amazing flight experience. 17 days later I received this letter signed “Herb” (and an SWA gift).

12 years later, I worked for Southwest responding to Customer letters like the one I sent ️.

I learned many of the Experience Design concepts I teach in @xdmiamioh at @miamiuniversity while at SWA. This letter reminds me how service design can make people feel special when designers take the time to use care (and LUV).

In 1987, I sent a letter thanking @southwestair for an amazing flight experience. 17 days later I received this letter signed “Herb” (and an SWA gift).

12 years later, I worked for Southwest responding to Customer letters like the one I sent ️.

I learned many of the Experience Design concepts I teach in @xdmiamioh at @miamiuniversity while at SWA. This letter reminds me how service design can make people feel special when designers take the time to use care (and LUV).

#customerexperience #experiencedesign #customerservice #southwestairlines

  • Date

    Jul 17, 2021 @ 14:07

  • Source Image

    Instagram